Service HUB makes tech requests easier

Information Technology Services has introduced a customer-friendly desktop application designed to make service requests easier for employees. ITS uploaded Service HUB to all Yale New Haven Health computer desktops for a July 27 launch.

When users click the orange Service HUB logo on their desktop, they see a list of options with brief explanations to help them choose the correct resource for their specific needs. The app can help with requests such as software installation, system access, new hardware needs and password assistance. Staff should continue to contact the Help Desk, 203-688-4357 (688-HELP) or [email protected], for questions or to report a problem with those services’ performance.

One of Service HUB’s unique features is the Chatbot, an artificial intelligence module that can answer a number of common questions. Users can activate the Chatbot by clicking the Virtual Agent tab on any Service HUB screen. Ask how to apply for VPN access, for example, and the Chatbot will respond with step-by-step instructions. If the response doesn’t meet the user’s needs, the Chatbot can email the Help Desk on the user’s behalf or transfer the user to a live agent for further assistance. Live agents are available 8 am - 4:30 pm Monday - Friday.

ITS introduced Service HUB to eliminate employee confusion over which forms and departments to use for technology needs. Service HUB, available 24 hours a day, seven days a week, is also designed to improve staff efficiency and customer satisfaction.